Customer Relationship Metrics

JULY 26, 2017

Organizations must create performance management and employee development programs that use customer relationship metrics to drive their service delivery. For the last few years Customer Relationship Metrics has been helping clients implement a modern QA model called Impact Quality Assurance (iQA). In the Early Years.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Callminer

AUGUST 1, 2017

No sacred cows … watch out for any processes that are time vampires. Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

pindrop

AUGUST 16, 2021

It takes time for a caller to go through KBAs, which adds to the overall duration of the call. Each KBA required to complete authentication increases the average handle time required to authenticate a caller and increases the average cost per call for the contact center. Million Minutes in Handle Time.

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62